Annual Report of the Hamilton Street Railway and Canada Coach Lines

URBAN /MUNICIPAL

CAZ ON HW LEO

1990

ABERDEEN 6 |

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The Hamilton Street Railway Company Dop
Canada Coach Lines Limited NTS
¢ 1990 Annual Report «

e COMPANY PROFILE ¢

The Hamilton Street Railway Company
serves the public transit needs

of the Regional Municipality of Hamilton-Wentworth.

As part of the Regional Transportation Department,
HSR is directed by a nine-member

Transportation Services Committee.

Operating from two facilities - one in downtown Hamilton,
the other on Hamilton Mountain -

HSR employs approximately 800 people.

With a fleet of 284 buses
- natural gas, electric trolley, and diesel -
HSR carries more than 26 million passengers per year.

In 1990, the fleet covered more than nine million miles.

The Hamilton Street Railway Company
has two wholly-owned subsidiaries:

Canada Coach Lines Limited and Safety Service and Adjusters.

Canada Coach Lines Limited operates within
the Golden Horseshoe area of Southern Ontario,
and specializes in scheduled inter-city service, charter service,

tours, sightseeing, and parcel express service.

Operated by HSR, Safety Service and Adjusters
is a licenced insurance adjuster

that also acts as the company's safety watchdog and risk analyst.

Transportation Department « HSR/CCL

Commissioner of
Transportation/
Environmental Services

¢Human Resources
eAccounting Services
eInformation Systems

Administrative
Services

e*HSR Operations & Administration
eCCL Operations & Administration
eSafety Service & Adjusters

Operations
Division

ePlanning & Operational Design
eMarketing & Customer Services
eFare & Revenue Administration
eTravel Forecasting

Transportation
Services
Division

eVehicle Maintenance
ePlant Maintenance & Engineering
ePurchasing & Stores

Maintenance &
Engineering
Division

e THE REGIONAL MUNICIPALITY OF HAMILTON-WENTWORTH e

R. J. (Reg) Whynott

Regional Chairman

Robert E. Wade
Chairman, Transportation
Services Committee

c

Transportation Services
Committee Members
Robert E. Wade (Chairman)
John Addison
David Wilson
Don Drury
John Gallagher (Vice-Chairman)
Mary Kiss
Fred Lombardo
Henry Merling
Tom Murray
R. J. Whynott

e OPERATIONS DIVISION e

OPERATOR WORK STATIONS IMPROVED

e New operator's seat cushions were installed
fleet-wide. The improved cushions provide HSR
operators with increased support and comfort.

e Several seat models were tested by HSR's
Special Task Force on Bus Seats in order to find
one which best meets the health and safety
needs of operators. Once selected, the model will be

fitted on all new fleet additions.

NEW IMAGE FOR OPERATORS

e The introduction of a smart new uniform
promoted a modern and professional image of
the HSR operator and the organization as a
whole. Grey
pants and a
light blue shirt
are comple-
mented by a
navy blazer
and tie.
HSR's blue

and yellow

crest is em-
broidered on
both the tie
and the blazer
pocket.

e Distribution began in February and by year
end close to half of HSR's operators were enjoying
the comfort and style of the light, well-cut outfit.

The rest of the operations team should be outfitted
bythe end of 1991.

OPERATORS DISPLAY SKILLS AT
BUS ROADEO

e The 9th Annual Bus Roadeo tested the
driving expertise and public transit knowledge of
HSR's finest operators. Mario Giannini took first
place, Ken Later second, and Bob Miller third.

Mario went
on to repre-
sent HSR at
the CUTA
National
Roadeo in
Calgary,
Alberta where
he placeda

very impres-

sive third.

AVLC SYSTEM ASSISTS OPERATORS AND
CONTROLLERS

e Final testing of the Automated Vehicle
Location and Control (AVLC) equipment was
completed and the system became fully opera-
tional early in the year.

e AVLC provides HSR's central control room
with detailed minute-by-minute activity on any
given route in the system. On the street, opera-
tors are secure in the knowledge that controllers
are instantly aware of any difficulties and that

help can be dispatched immediately.

SAFETY SERVICE & ADJUSTERS

e SS&A, HSR's owned and operated insurance
adjuster, produced acomprehensive report on the
new Ontario Motorist Protection Plan, known as no-
fault insurance. Published by the Canadian Urban
Transit Association, SS&A's report discussed how
the new legislation would impact on public transit
organizations.

e Substantial premium savings were realised in
1990 when SS&A changed HSR/CCL's insurance
contracts.

e = In1990, SS&A received 1,618 claim reports,
down from 1,636 the previous year. Of this number,

279 claims warranted action, a significant decrease
from 585 in 1989.

WSTC IN FULL OPERATION

e The WSTC Maintenance Garage became fully
operational in early 1990. New equipment, addi-
tional space, and bright modern work areas resulted
in an increased capacity for maintenance and repair
activities. This situation allowed for the closure of
the MRTC Maintenance Garage on weekends and
holidays, resulting in substantial overhead cost re-

ductions to the company.

VEHICLE TECHNOLOGIES EXAMINED

e¢ With much of the HSR fleet due for replace-
ment over the next 20 years, acomprehensive study
was initiated to evaluate alternative vehicle technol-
ogy. Key considerations included environmental
factors - air and noise pollution as well as visual
intrusion - cost and availability of fuel, and eco-
nomic ramifications. The three alternative fuel
options under examination include emission-
controlled diesel, compressed natural gas, and
electric trolley.

e HSRestablished a five-member steering
committee, comprising of two members from the

Ministry of Transportation, two from HSR, and one

citizen representative, to develop a study design, and

to oversee and evaluate the findings.

e Inaddition to various studies conducted by
transit consultants, several public meetings were
held to solicit suggestions and opinions from
residents of the region. A final report is expected in

MNS Ale

SPECIAL PROJECTS

e Three diesels were converted to compressed
natural gas, bringing HSR's CNG fleet to ten.

e Air-assist steering was installed in thirty of
the fleet's older buses. This feature provides
increased vehicle manoeuvrability.

e HSR's fleet of sixteen E800 Flyer trolley

coaches were equipped with small diesel genera-

e MAINTENANCE & ENGINEERING DIVISION e

tors. These generators are invaluable during
power failures or route detours.

e All articulated buses were tested for signs of
stress and fatigue around the hinge areas. This was
initiated in response to problems experienced by
other transit companies in Ontario.

e Seat panel and cushion colour scheme was
standardized fleet-wide. Grafitti is less noticeable
on the new dark brown panels. This move is an im-
portant step in the effort to keep vandalism and the

associated costs under control.

COMPONENT SHOP ESTABLISHED

e A new Component Shop has reduced costs
and improved
efficiency. A
team of main-
tenance spe-
cialists inspect,
repair, and
rebuild compo-
nents such as
small motors
and compres-
sors.

e A special module of HSR's computerized
Vehicle Maintenance System compares the costs
of new components, rebuilds done in-house, and

rebuilds done by outside component shops.

WINNING SUGGESTIONS

e HSRcontinued to enjoy great success in the
Regional Suggestion Plan. Seventeen employees
received awards for suggestions that will save the
company both time and money.

¢ Twoemplovees shared the top prize of $5,000
for designing a computer system that is expected to
save HSR over $50,000 each year. The system
tracks warranties on new and rebuilt components

used in the maintenance garage.

e ADMINISTRATIVE SERVICES e

EMPLOYEE HEALTH CENTRE

e HSR'sEmployee Health Centre completeda
very successful first year of full-service. Employees
were attracted by the comfortable informal atmos-
phere and were won over by the eagerness and
enthusiasm of EHC staff. With a commitment to
wellness programming, EHC launched three major
programs during 1990.

e "Heart Smart” focused on educating employees

on all

aspects of
cardiovascu-
lar health.
Displays and
presenta-
tions were ;
reinforced Sow vat,
with a series
of printed
materials
and hands-
ondemon-
strations. The HSR cafeteria also implementeda
special Heart Smart lunch menu.

e Personal "Fitness Profiles" are offered free of
charge to allemployees. An independent athletic
consultant meets with individuals, evaluates their
current fitness level, and assists in the design of a
personalized fitness program.

e A flu vaccination program launched in the fall
attracted over 150 employees. Absenteeism rates
were closely monitored over the 1990-91 fluseason.
Results indicated HSR's net value of lost time

savings as close to $9,000.

INFORMATION SYSTEMS

e Information Systems was invited to play a key
role in a network pilot project for the City of
Hamilton and the Regional Municipality of Hamil-

ton-Wentworth. The department designed acom-

puter network to electronically connect the two
physically separate groups and is now working on
the installation of a region-wide network.

e Acomprehensive Materials Management
System was completed. This package has stream-
lined HSR's entire purchasing, inventory, and
internal distribution functions.

¢ Tokeep pace with increasing demands on
HSR's computer systems, numerous upgrades and
reporting functions were added to the Transit Opera-
tions Systems (TOS) and the Vehicle Management
System (VMS).

e Aclaims tracking package was developed for
Safety Service & Adjusters, anda ticket audit sys-

tem was developed for Canada Coach Lines.

ORIENTATION PROGRAM
e Implemented in March, this Human Resources
program familiarizes the new employee with their
surroundings and provides an introduction to the
company's operation and organization. Appropriate
safety and
training
programs
are sched-
uled, and
HSR's
policies,
procedures
and benefits
packages
| are dis-
y pone y’| cussed in
detail.
e Acomprehensive information package is
provided to the new employee. It describes HSR's
various departments and their functions, and in-
cludes publications such as union agreements and

benefits manuals.

e TRANSPORTATION SERVICES DIVISION e °

ROUTE AND SERVICE IMPROVEMENTS

e Upper Ottawa - Route 22: Service extended to
Rymal Road and Upper Mount Albion.

e Upper Sherman - Route 24: Service extended to
Beaverton and Upper Sherman.

¢ Governor's Road - Route 54: Four-month trial
service implemented in September.

¢ = Airport/Mount Hope Shuttle: New service
operating between Hamilton Airport, Mount Hope,
and the downtown core.

e Bayfront - Route 4A and Nash - Route 57: Im-
proved routing through Nashdale neighbourhood.

MAINTAINING CONTACT

e [n1990,morethan 1,400 customer contacts
were received. Close tracking of complaints,
requests, and suggestions helps us to monitor and
improve on our performance.

e Tokeep riders up-to-date, HSR distributed over
100,000 timetables, provided route and schedule
information to more than 700,000 callers, and
published a variety of notices and newsletters.

e HSRservices were also promoted at numerous
open houses, trade shows, and community centres.
Students were kept informed through orientation
week information centres at the college and univer-
sity level, and through school visits and tours at the

junior school level.

BUS STOP AND SHELTER PROGRAM
e Aspart ofan on-going program, HSR installed

40 bus shelters, 20 bus shelter benches, 140 concrete

landing pads, and 12 new bus stops.

FARE ADMINISTRATION

e HSRassumed responsibility for two programs
previously administered by the City of Hamilton.
The Group 'A' Program serves several thousand
Regional residents on a monthly basis. The Senior
Annual Over 70" Program serves more than 10,000

individuals on an annual basis.

THINK ENVIRONMENT
e SR's 1990 marketing campaign promoted the

environmental and economical benefits of public

transit. Exterior bus panels reminded passen-

gers, pedestrians and motorists that HSR offered
"The Sensible Solution" to saving money and

saving the environment.

1991 TRANSIT SERVICE PLAN

e Regional Council directed each department
to develop program options in 1991 to enable a
zero percent increase in costs. In response,
HSR's 1991 Transit Service Plan was developed.
e Routes were reviewed to determine current
performance levels and to pinpoint possible defi-
ciences. To encourage public input, initial proposals
were presented at a series of information meetings.
Comments received at the meetings had a major

impact on the final Plan approved by Council.

THANKING OUR CUSTOMERS

e Inkeeping with tradition, several special
services provided during the festive season thanked
HSR customers for their patronage throughout the
year. During December, free rides were offered on
HSR's Christmas Bus which was sponsored by radio
stations CKOC-1150/K103FM ana TV-Facts
Magazine. Free service was provided on Christ
mas day courtesy of the Regional Municipality of
Hamilton-Wentworth. Free service was also offered

on New Year's Eve courtesy of Amstel Brewery.

e "EASIER ACCESS" DEVELOPMENTS «

IMPROVING ACCESS TO PUBLIC TRANSIT

e "Easier Access’ isanew program designed to

make =n : i et ase

public
transit
more
acces-
sible
tothe

frail,

erly, and those with special needs.

e HSR-and several other transit organizations in
the province - is working together with the Ontario
Ministry of Transportation and the Ontario Urban
Transit Association to introduce new equipment and

services throughout the transit system.

HSR SWINGS INTO ACTION

¢ Morethan 100 people, including employees,
politicians,
and local
seniors,
gathered in
the WSTC
garage for
the official
launch of
HSR's
“Easier
Access" program.

e Following an official ribbon-cutting ceremony,
guests were invited to inspect the special features on
board one of HSR's "Easier Access" buses.

e Special guests at the launch included Re-
gional Councillor Geraldine Copps, Regional
Chairman Reg Whynott, Minister of Transporta-
tion Ed Philip, and Transportation Services

Committee Chairman Bob Wade.

EASIER ACCESS EQUIPMENT

e HSR's 15 "Easier Access” buses allow persons
who have difficulty with steps to board and alight
more easily. The front end of these buses can lower
to within inches of the ground. This is especially
helpful when the bus cannot pull right up to the

curb. An additional 15 buses are on order.

e HSR's 40 new Easier Access" bus shelters offer
increased safety and convenience for all passengers.
Some of the features include brightly coloured
= stripes
| across
_ glass walls
| and

panels, as
well as
entrances
facing the
sidewalk.
Interior
benches
offer assistance to those who have difficulty stand-
ing or walking.
e Aseries of raised ridges installed between the
shelter and the curb act as tactile guide signals for

those who carry the white cane.

e A Telephone Device for the Deaf (TDD) is used
by HSR to provide route and schedule information
to people who
are hearing im-
paired. A visual
message display
is built into the
TDD set and
allows individuals
to contact HSR

Information

Services directly.

e EMPLOYEE RELATIONS e

WE'RE A TEAM

¢ Morethan 300 employees celebrated HSR's 3rd
annual
Team Day
onJune 24,
1990.
Team Day
brings
together
employees
and their
families in
an informal
environment and allows everyone to recognize and
reward the safety and service achievements of their
co-workers. More than 50 HSR and CCL employees

were presented with awards in 1990.

FIGHTING FIT
e HSR's first "Fit Day Workout" was a great
success, attracting employees from every depart-

ment. As

part of
the prov-
ince-
wide pro-
motion,
fifteen-
minute
workouts

were

offered at the WSTC and MRTC.

RETIREE ACTIVITIES

e Since its inception in 1974 the Annual Reunion
Luncheon, held in honour of all retirees, has beena
very special event. The 1990 luncheon was no

exception, with retirees from as far afield as British
Columbia and Nova Scotia making the trip to Ham-

ilton. Close to 200 retirees, quests, and employees

attended the luncheon on May 19th.

* Morethan 250 retirees and employees attended
the annual Retirement Banquet on September 29.
Eleven recent retirees received awards from the
company.

e The Annual Pensioners Association Picnic
attracted a great turn-out on July 27th. Trans-
portation to Hidden Valley was provided by HSR
with recent retiree Max Peddle at the wheel.

e The Pensioners Associatiori got together again

on December 20th fora Christmas luncheon.

REMEMBERING
OUR RETIREES

Our thanks and
best wishes go
out to the fol-
lowing HSR/
CCL employees

who retired in

1990...

Max Eugene Ahlfors
Alexander John Andrews
Roland Rene Boileau
Michael Miles Chanady
Frederick Fama
Robert Thomas Furlong
Russell Frank Gregor
Orland James Gumbert
Margaret Jean Harrison
Klaas Klad
Wanda Kocsis
John Kronemeyer
Harold Elmer Lannin
Benjamin Frank Lundy
Lawrence Roger Martin
Vera Scarfe
Lloyd Scott
Donald Kenneth Telfer
Robert Joseph Vandebili
Dirk Vanhuis
Simon Voskamp
Ronald Leonard Walker

| e THREE-YEAR PROFILE «

A snapshot of HSR operations as
at year end December 31, 1990.

Service Area Population (‘000)
Revenue Passengers ('000)
Miles Operated (‘OO0)
Revenue Passengers Per Capita

Revenue Passengers Per Mile

Revenue ('000)
Transportation $23,150
Subsidy/Grants/Levies $27,262

Expenses (000) $50,412

Per Passenger
Transportation Revenue
Subsidy/Grants/Levies
Expenses

Per Mile
Transportation Revenue
Subsidy/Grants/Levies
Expenses

Revenue/Cost Ratio %

Number of Employees

Rolling Stock

(Active and inactive fleet)
Diesel Coaches
Trolleys
Articulated Coaches
Natural Gas Coaches
Total

Adult Basic Cash Fare

e REVENUES & EXPENSES e

HSR statement as at
year end December 31, 1990. 1990 1989

REVENUE (‘000)
Farebox
Cash

Ticket
Pass

Advertising

Other Revenue

Operating Subsidies & Grants
City of Hamilton

Provincial

Other

TOTAL REVENUE

EXPENSES (‘000)

Administration
Maintenance
Operations
Transportation Services
Executive Services

TOTAL EXPENSES

| e BALANCE SHEET e

HSR balance sheet for
the year ended December 31, 1990

ASSETS

Current Assets

Cash $ 130,762

Employee Working Funds 18,500
Accounts Receivable Zoi oes4U tl
Inventory 784,816

Prepaid Expenses 439,399

4,156,878

Total Current Assets

TOTAL ASSETS $4,156,878

LIABILITIES & CAPITAL

Current Liabilities

Accounts Payable $
Unredeemed Ticket & Pass Reserve
Accrued Liabilities

301,067
291,615
4,118,391

Total Current Liabilities ATL OG

Capital

Unfunded Capital Outlay
Working Fund Reserve
Insurance Reserve

(L302,357)
662,789
65670

Total Capital (554,198)

TOTAL LIABILITIES & CAPITAL

$4,156,878

Notes to
Financial Statements

1. Significant Accounting

Policies

a)Inventory

Inventory is valued at the lower of
average cost and replacement cost.
b) Recognition of Revenue
Ticket and pass revenues are rec-
ognized when the tickets and passes
are honoured on the vehicles. This
treatment gives rise to an esti-
mated liability for tickets and passes
which have been sold but which
have not been redeemed or used

| at the end of the fiscal year.

c) Consolidation

The Hamilton Street Railway Com-
pany and its subsidiary companies
are not consolidated herein, but
are consolidated in the financial
statements of the Regional Mu-
nicipality of Hamilton-Wentworth.

2. Transit Employees
Pension Plan

Approximately 800 HSR/CCLem-
ployees are members of this plan
and will be future beneficiaries under
the terms and conditions of this
pension plan. As at December
31,1990 the plan is estimated to
be fully funded.

3. Related Party Transactions
The company shares facilities with
its subsidiary, The Canada Coach
Lines Limited, and costs are allo-
cated based on usage.

4. Economic Dependence

The company operates as a de-
partment of the Regional Munici-
pality of Hamilton-Wentworth,
which owns the corporation, and
is accounted for by the Region in
their audited financial statements.

ACCESSOBUS PROGRAM ENTERS
SECOND YEAR

e This three-year demonstration program,

spon- . ee : =
sored |

by

Trans-

ada, set
out to
deter-
mine
the fea-
sibility

and market response to an inter-city transit service

e CANADA COACH LINES/FUNeTREK TOURS e

offered one free round-trip between any two des-

tinations on CCL's inter-city routes.

EDUCATIONAL TOURS PROVE POPULAR

e More than 2500 students enjoyed compre-
hensive educational tours of cities throughout
Canada and the U.S.A. Tours, which are custom
designed by CCL, are offered to popular destina-
tions such as New York City, Washington DC,
and Quebec City.

AWARD-WINNING SALES
e For the fifth consecutive year, CCL won the

"Blue Jay Home Run Award.” The award was

for travellers with mobility impairment.

e As part of the program, CCL operates six
wheelchair lift equipped coaches on routes
between Kitchener, Cambridge, Hamilton, St.

Catharines, and Niagara Falls.

e Many repeat users have taken advantage of
the Accessobus program since its implementa-
tion in October 1989. A high comfort level with
the lift and the on-board security features has

been reported.

e CCLcelebrated its first year of Accessobus

service

with a

if
Free Ag OTe

passen-

gers, and their travelling companion, were

presented to
sales repre-
sentative
Alistair
Hamilton for
achieving
the highest
ticket sales
for the
entire Blue

Jay Season.

LINE SERVICE CONSOLIDATED

e CCL continued to streamline operation of
line services during 1990. The most significant
move in this consolidation effort was the sale of
CCL's Hamilton-Brantford operating license
which generated revenues to help offset existing

capital debt.

e REVENUES & EXPENSES e

Canada Coach Lines Limited
statement as at year end
December 31, 1990.

REVENUE (‘000)

Route Line Service
Charters

Tours & Sightseeing

Fun Trek Tours

Grayline Hamilton/Burlington
Grayline Niagara Falls

Other

Commissions Earned
Racetrack

Coach Rentals

Bus Parcel Express
Transfers-Reserves
Miscellaneous

Contracts
Regional Levy
Other

TOTAL REVENUE $8,702 $8,700

EXPENSES ('000)

Administration
Maintenance
Operations

Direct Services
Capital Acquisitions

TOTAL EXPENSES $8,700

e BALANCE SHEET ¢

Canada Coach Lines Limited
for the year ended December 31, 1990.

ASSETS

Current Assets
Cash rosa aes 1 8
Employee Working Funds 10,770
Accounts Receivable (31,739)
Inventory 150,413
Prepaid Expenses 71,806

Total Current Assets 413,161
Other

Mortgage Receivable 10,090

Sundry Deposits O27 5

Total Other 16,365

TOTAL ASSETS $429,526

LIABILITIES AND CAPITAL

Current Liabilities
Accounts Payable $ 56,206
Accrued Liabilities 344,998
Total Current Liabilities 401,204
Capital
Common Stock 10,000
Insurance Reserve ls. 322

Total Capital LO, dae

TOTAL LIABILITIES AND CAPITAL $429,526

i

THE HAMILTON STREET RAILWAY COMPANY

gional Municipality of Hamilton-Wentworin

Qwned and Operated by the Re

Produced by:
HSR Customer Services Group

For Further Information:
Carole Morris-McHugh
The Hamilton Street Railway Company
330 Wentworth Street North
Hamilton, Ontario
Canada L8L 5W2

Telephone: (416) 528-4200
Fax: (416) 528-5410